1.1 These booking conditions apply to all bookings you make with SkyWings Ltd (trading as SkyWings Travel) with our consultants in-store, by phone, by email or online on www.skywings.co.uk.
1.2 References to ''us'' or ''the company'' or ''our'' or ''We'' means SkyWings Ltd. of 119, Tooting High Street, London, SW17 0SY, UK & Wales registered company number 2916952. References to ''you'' or ''your'' means ''the traveller'' or ''customer'' or ''named person/s on the booking''.
1.3 Please read these terms & conditions carefully and if you do not understand or agree with these conditions, you must not proceed with your booking with us.
1.4 We assume that the person making the booking directly with us have the authority to act on behalf of any other traveller and that person will bind all such travellers to the below conditions. When you request us to confirm your booking in person, via telephone, email or text, we assume that you have read, understood and agreed to our terms & conditions.
2.1 We will be acting as an agent only, for your travel provider (by air, sea, road or train), tour organiser, accommodation provider, package supplier, visa consular or travel insurance provider, which is usually referred as a ''third party supplier''. 2.1 When you book with us, you agree that you understand your booking is with the relevant travel service provider not SkyWings Ltd. 2.2 Unless specified in these conditions, SkyWings Ltd or any of its employer hold no liability about your travel related service. The travel service provider hold the full responsibility to you for the provision of travel related service, not us. Any travel related services we provide to you are substantive with our relationship with the travel service providers (third parties) hence your legal rights in relation to such services are against them, not us. 2.3 We commit to assist you to resolve any issue (within UK operating hours) if in case you face any disruption, loss or damage caused by any of these service providers and our service and assistance to you will be subject to local destination legislations and third party supplier operating hours.
3.1 You hold the full responsibility to comply with any terms and conditions set by the third-party suppliers. It is your responsibility to;
a. Report on time at the airport/port/pick up point with valid travel/personal documents as required
b. conduct a socially acceptable behaviour complying with third party supplier conditions and rules
c. comply with accommodation provider policies and tour operator conditions
3.2 When you travel to or transit through another country or a state, it is your responsibility to;
a. comply with the laws, customs, cultures and traditions set by the destination you travel to or transiting at
b. comply with drug regulations, rules related to alcohol purchase or consumption and/or any illegal activity listed by the country of visit (certain activities may be prohibited in certain countries whilst they are not considered to be unlawful in other parts of the world)
c. read, understand and familiarise yourself with any local laws (which could be out of ordinary), at the destination you are travelling to or transiting at
d. have the details of the local embassy, commission and emergency departments should any unforeseen circumstance arises requiring their assistance.
4.1 Bookings made Offline (in store or by phone or by email)
You agree to understand that;a) All services and fares are subject to availability hence we cannot guarantee a quoted price unless you have made a full payment and given your consent to finalise your booking for issuance. b) To make a booking you must provide us all the required accurate information. c) When you make a booking with us we will send you (or show you if in-store) the booking details for you to check the accuracy of traveller details and flight/hotel/tour or visa and/or insurance application details are up to your satisfaction. d) It is your responsibility to ensure that names and spellings of each traveller are accurate and matches with the passport/travel document. e) It is your responsibility to ensure you have a valid passport (minimum of 6 months’ validity), sufficient number of unstamped pages, necessary visas/travel authorisation and necessary medical advice or clearance required for your travel. f) When a traveller or lead named person or the person directly contacting us to make the booking on behalf of another traveller/s, ''confirm us the booking'' by telephone, in person, in writing or via email, we will assume that the information provided for the booking are accurate, details matches with your legal credentials and that you have read, understood and agreed to terms and conditions laid by SkyWings Ltd. g) No contract come into existence unless you have paid a full or partial payment to us. h) When you confirm a booking to us, you are agreeing with the flight/hotel/tour/train or cruise itineraries as appears on your reservation are correct and you understand that changing any element thereafter may incur extra costs. i) If you notice any inaccuracies in your booking, you must notify us immediately. j) When you paid a deposit or full payment, we will provide you the booking confirmation details and relevant receipts and invoices. Cancellation policies applies from this point. k) On acceptance of a booking by you and by us, we will then process it but this will be subject to availability. l) In the event of any concerns or suspicions caused by you in ways of booking contradictory routines, providing data which raise concerns or appear to be fraudulent, high value payment transactions, raise concerns about smugglings/human trafficking or any other illegal or proscribed activities etc., we shall inform the relevant authorities without any prior notice to you. Including, but not limited to such circumstances as above may cause cancellation or invalidity without any liability to you by SkyWings Ltd.
When you make an online booking;
5.1 If you have any special requirements such as seating, specific meal request, medical request, specific room category or any other special service request you must liaise with us at the time of your booking. 5.2 While we commit to do our best to accomplish your request, regrettably we cannot guarantee that these special needs are met by the suppliers and failure to meet these special needs by suppliers will not be considered as a breach of contract on our part.
6.1 You can pay us;a. in person at the branch by cash/card or cheque a. Bank deposit or transfer to the company account a. over the phone (restrictions apply) b. online payment via the link (including online purchases)
You agree to give us only legitimate debit/credit/Master card details of your own. You must make sure that sufficient funds are available in your account before you give us the card details and in the event of failure to receive payment from the card issuer or other agents, you must pay the due amount immediately by an alternative method. Some credit card payments will incur a surcharge.
After we secure your booking with a deposit payment, you agree to pay the balance not less than 30 days before the departure date unless otherwise agreed by SkyWings Ltd in writing. In the event of noncompliance by you to pay the balance by the ''payment deadline date'' as instructed by the consultant, we reserve the right to treat your booking as cancelled by you and forfeit your deposit amount by way of cancellation charges. In the event of you deciding to cancel your journey after paying only a deposit, you are bound to pay the full balance, inform us about the cancellation in writing and then we will liaise to apply for a refund within the guidelines and refund process posed by the third-party supplier. We will advise you of the deposit payment, balance payment plan thereafter (in some cases only) and/or the payment deadline date at the time of your booking. Certain airfares and services under special rates may require the full payment and may be non-refundable. Our prices include all taxes and charges but in some rare cases you might have to pay certain airport taxes, hotel or other taxes locally. In the event of any changes to fuel costs, airline taxes, charges at ports or airports or any service fees, your price may change after you have booked with us but we will inform you immediately if we were notified of such changes by third parties.
7.1 SkyWings Ltd hold an Air Travel Organiser’s Licence (ATOL- Number 5766) issued by the Civil Aviation Authority. 7.2 Many of the flights and flight inclusive travel arrangements we book on behalf of you, are financially protected by the ATOL scheme however not all flights and or holidays we sell are protected under the ATOL scheme. For more information, please visit www.atol.org.uk 7.3 If you have paid and booked a flight, where a ticket is not issued immediately, your flight will be protected by ATOL. 7.4 If the flight ticket or flight ticket inclusive travel product which is inclusive of ATOL, we will issue you a ATOL certificate. 7.5 ATOL certificate will give you information such as what is financially protected, where you can get information from, who you must contact etc. 7.6 If your booking (or part of it) is ATOL protected, we, or the travel service supplier identified on your ATOL Certificate, will provide you with the booking service and arrange the travel services as listed on the ATOL Certificate (or a suiting substitute). 7.7 In some cases, where neither we nor the travel service supplier can do so for reasons of insolvency, an alternative ATOL holder may provide you with the travel services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. 7.8 However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). 7.9 If we, or the travel service supplier identified on your ATOL certificate, are unable to arrange or provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
8.1 A genuine competitor quote inclusive of all applicable charges in sterling pounds and cancellation terms must be produced in writing prior to booking with SkyWings Ltd and this must be done on the same day as it was created. The quote must be obtained by a ATOL licensed or ABTA/IATA bonded UK registered company. 8.2 Fare must be available to book by the public departing from the UK at the time you produce it to us and all the elements such as dates, flight numbers, flight timings, airlines, number of travellers, booking classes must match. 8.3 We do not guarantee any price match for fares obtained by budget/low cost airlines or charter flights nor for fares obtained due to any membership, loyalty programmes, corporate entities or discount/promotional codes. 8.4 We must have sufficient evidence showing the date on the quote, final payable amount and available for the same form of payment as you intend to pay us (cash/bank transfer/online payment link/card/cheque etc.). 8.5 We hold the right to independently verify the authenticity of the quote provided by you and to determine the final decision on our guaranteed price match promise. 8.6 Upon satisfaction of our terms laid in this section, we will beat the price when you book and pay in full on the same day, for same flights with same form of payment and within the same cancellation/refund conditions. 8.7 If the quoted fare is not available, invalid or unverifiable we promise to find you the next best option as per your travel requirement. 8.8 Price match guarantee cannot be combined with any other discounts or promotions and we reserve the right to withdraw or alter the conditions of price match guarantee without prior notice.
9.1 It is the traveller's responsibility to ensure that a valid passport is held, necessary visa or re-entry permits obtained and comply with required health measures by different countries/states before the travel. 9.2 SkyWings Ltd do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration or health requirements or in case of any penalties, denied boarding, fines, delays or any form of payments incurred to you due to non-compliance of travel documentation and health requirements. In such cases if we incur any penalty or fine due to your non-compliance, you agree to compensate us.1 Please make sure; a) All travellers hold a valid and undamaged passport (minimum validity not less than 6 months until the return date) or a valid travel document, and in certain countries it is a must to hold a machine-readable passport b) All traveller's names match with the passport name order and spellings c) necessary visas, electronic authorisations and/or re-entry permits obtained as per regulations set by immigration and other government authorities d) transit visas obtained as required by certain countries e) ESTA is applied before travelling to the USA (if eligible), if not eligible you may require a visa f) necessary health clearance checks are done for certain countries and/or required travel vaccines are obtained before travel g) necessary medical advice and/or medical certificates obtained if you suffer from any physical or mental condition or pregnancy. When you book your travel with us, we assume that you have no health problem which may affect your flight or holiday. h) We strongly advise you to obtain adequate travel insurance which covers medical and repatriation expenses i) we have the right to request certain personal and/or passport information if this is required by specific airlines upon booking j) Please visit www.fco.gov.uk to obtain up to date travel and entry requirements and contact your GP or visit www.travelhealthpro.org.uk/countries for country specific health information.
9.4 If you need any help or information regarding travel documentation or health requirements, our team members can provide you specific information which are obtained from an external service provider but we cannot warrant that the information are completely accurate or up to date and we accept no liability for any adversity which you may suffer by relying on it.
9.5 If you need any medical or disable assistance of any sort during your travel you must notify us at the time of booking. 9.6 Regrettably we cannot guarantee that these special needs are met by the suppliers and failure to meet these special needs by suppliers will not be considered as a breach of contract on our part.
1. Visa services and/or Electronic travel authorisations provided by SkyWings Ltd.
We can assist you in processing applications for certain visas or electronic travel authorisations to specific countries by charging a non-refundable administration/service fee. It is your responsibility to allow adequate number of days for applying the same, provide accurate and legal documents, and photographs etc. Issuance of your visa, re-entry permit or electronic travel authorisations and allowing your entry to a destination are solely at the discretion of the relevant consulates and immigration proceedings at airports hence SkyWings Ltd cannot be responsible for any visa or entry refusals to a destination or for any loss and damage caused by such unfortunate incidents unless it is induced by fault on our part.
11.1 If you change any part of your booking after the payment has been made and ‘’booking confirmation’’ given to us in writing, in person, via telephone, email or text message, this may cause additional charges. You must notify us of any such changes immediately.
If you need any changes to your booking, these changes could only take affect subject to third party policies, availabilities and additional fees. In the events of liabilities incurred to us due to the changes made by you, you agree to compensate us for that fee. No name changes or transferring bookings to another person is allowed. Date changes are subject to but not limited to ‘’minimum stay’’ and ‘’maximum stay’’ rules and not allowed outside the validity period of your ticket. If you require changing the travel dates, in addition to change penalty and administrative fee, you may have to pay an additional fare when we rebook according to fares available at the time of new booking.
12.1 If you do not check in for a confirmed flight booking you hold, this is considered as a ‘’no show’’ and you could incur charges imposed by the respective airline, hotel or the tour/excursion. 12.2 No Show for a Flight – 13.2 (a) If you have any subsequent sectors such as a return sector or a multi city option, the airline will automatically cancel them in any event of a no show. 13.2 (b) If you do not intend to check in for any part of a confirmed flight you have booked, you must notify us immediately. 13.3 Unfortunately, a ‘’no show’’ could happen due to,(a) delays reporting at the airport (b) pick up point for transfers or excursions
caused by unexpected situations such as traffic delays, vehicle break down, sickness etc., 18.4 Therefore we advise you to travel to the airport having ample time. 18.5 We hold no liability towards any loss, damage or fees imposed due to ‘’no shows’’.1. Flight or Holiday Cancellation policy a) We will accept any cancellation request only when written notification is given by the lead traveller b) Certain travel or holiday arrangements may allow you to apply for a refund subject to a cancellation penalty per person imposed by the airline or the consolidator and SkyWings Ltd will charge an administration fee of GBP 75 per person and any other fee specified in your travel documents c) Refund sums will only be returned to the named person on the booking payment receipt. Usually these are returned as the same method of payment done by the customer. d) Certain travel or holiday arrangements could incur a cancellation fee up to 100% or follow a non-refundable policy. e) If you are entitled to any refund, we will liaise with the airline or the consolidator to receive the amounts due. Usually this process takes a minimum duration of 6-8 weeks. Only when the airline or the consolidator return the due amounts to us, we could return the sums to you after deducting our administrative fees and other charges if applicable. f) In the events of refund amount of any refundable flight ticket is less than the above administrative fee, or the recoverable tax component of a non-refundable flight ticket is less than the above administrative fee, then the ticket will be deemed to be fully non-refundable. g) The final decision on any refund is at the discretion of the applicable airline or the consolidator, and their policies, not us. h) In certain circumstances, you may be entitled to refunds or compensation from the respective airlines as stated under EU Law which are available from the airline. i) Eligible refund portion from the flights of your holiday package does not entitle you to a refund for your complete package
15.1 The operating carrier (airline) may change the schedule of flight due to various reasons therefore we recommend that you visit the airline’s website to confirm your departure times, 24 hours before the flight for all your flights.
15.2 In the events of any changes done by the airlines to your confirmed itinerary (issued tickets only), once we are notified by the Airline, we will inform you of the change either via telephone or email.
15.3 In some cases, these changes will be notified to you only at the time of check in.
15.4 The airline may offer you alternative options as a result to schedule changes done by them. These include offering a full refund or giving alternative route or carrier without additional cost or offering a different flight on same carrier without additional cost or offer you some other solution.
15.5 In any case, the final decision will be given by the respective airline.
15.6 Amendments or alternatives chosen other than what the airline has offered you may cost you additional charges.
16.1 Customers should direct any query to 020 8672 9111 or email us at firstname.lastname@example.org.
16.2 We reserve the right to randomly record phone calls in order to review and provide best customer service.
1. Complaints Policy
a. We request you to direct any complain related to our services, to email@example.com or call us on 020 8672 9111 or visit us at the Branch where we will make every effort to deal with it to your satisfaction.
b. In the event of lost or damaged luggage, delayed flights, misconnections etc you must direct the complaints to the respective airline.
c. In the event of complaints regarding the Hotel services and facilities or tour/excursions, you must direct the complaint to the Hotel management and/or the tour operator. After doing so, please do keep us informed regarding such matters.
18.1 It is your responsibility to hold a valid and appropriate travel insurance either purchased through us or arranged independently by you. 18.2 We hold no liability towards any costs incurred due to unexpected circumstances which otherwise would have been claimed under a proper travel insurance policy.
Terms and conditions of SkyWings Discount or Voucher codes
Special discounts or voucher codes as advertised or promoted by SkyWings Ltd are solely for the use of particular customers as mentioned on the discount or voucher code. Unless otherwise mentioned, these discounts are not applicable for Online bookings. If the Offer or the discount/voucher code is valid to use for Online bookings, these will not be applicable for bookings made via Affiliate referrals or click referrals. Offers and Discounts are not combinable and cannot be used in conjunction with any other promotions.